100% Overall Customer Satisfaction With The Way We Handled Their Engagement!
100% Of Our Clients Would Recommend BenchmarkPortal To Others!
100% Of Our Clients Would Use BenchmarkPortal Again For A Similar Engagement!
-- Based on the 2013 Client Engagement Satisfaction Study
Call center
managers who wish to implement best practices and attain world-class
performance in their industry can call upon us to assess and certify
their call centers. Our rigorous certification process has the advantage
of referencing all performance goals to our best practice database of
thousands of call centers. Thus, you will be compared against
performance levels that will show your competitive position, not just
force you to adhere to an arbitrary standard.
The
certification process is management's best path to a world-class quality
call center. Our certification program is unique in the world as it
sets performance standards according to industry metrics. The statistics
are determined through continuous processing of metrics stored in our
data warehouse of thousands of call centers, which is the largest of its
kind in the world.
Steps in The Certification Process
Benchmarking Survey
We compare your performance with a
statistically valid sample of call centers in your industry segment.
This discovery process focuses on 40-Key Performance Indicators (KPI's).
Process Discovery and Technology Inventory
We review relevant processes and the center's enabling technology
Onsite Visit
Our carefully structured agenda allows our experts to provide maximum benefit
Executive Presentation and Road Map
Complete findings and recommendations for improvement
BenchmarkPortal's Unique
Call Center Certification Process
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The
process is based strictly on a quantitative approach, as compared to a
qualitative approach where most performance issues depend upon the
judgment of an auditor.
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It begins
with a thorough statistical comparison between the call center striving
to be certified and a group of similar call centers in the same industry
sector.
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We use a "balanced score-card" approach that balances cost-related metrics against metrics which correlate with quality.
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Our
analysis relies completely on statistical methods of performance
benchmarking that pinpoint areas of high performance, and quantify gaps
in areas of low performance.
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Ours is
the only certification, which is academically based, and which uses
established scientific methods to measure the attainment of certifiable
best practices standards.
"In
2006, the University of Ottawa Computing Help Centre was distinguished
Center of Excellence. Benchmarking with BenchmarkPortal was instrumental
in providing us with important indicators of our performance and
providing us with a portrait of the challenge before us; our scorecard
could not have been more credible. This process can influence change
positively.
Receiving
this certification meant recognition for our commitment especially for
the team’s remarkable work and dedication to service excellence as well
as recognition to our partners who actively supported us in delivering
customer support."
Chantal St-Onge, Assistant Director, Student Accounts, Financial Services, University of Ottawa
contact center research and consulting
organization. “Only the top 10 percent of those benchmarked annually
achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “A
contact center that seeks and achieves the Center of Excellence
Certification from BenchmarkPortal demonstrates a noteworthy commitment
to service excellence. The obvious beneficiaries of this commitment are
the center’s customers, employees, and shareholders.”
